Client

Context

Together with Acerta, we started a multi-year roadmap to build Alix, a proactive digital assistant deeply integrated with their business logic, to provide real-time support and automate customer service tasks.

We partnered with Acerta to address their need for real-time customer support and efficient service delivery. By developing Alix, a proactive digital assistant, we aimed to enhance customer experience, automate repetitive tasks, and provide timely information to clients. This case highlights the integration of natural language processing (NLP) technology and the use of the Oswald platform to create advanced conversational flows.

01 Define

Start with why

The define phase involved understanding Acerta's challenges in providing real-time support and building a scalable and efficient customer service department. The goal was to create Alix, a deeply integrated digital assistant, capable of proactively addressing client needs and automating repetitive tasks.

User interviews

Research

Brainstorming

02 Ideate

Generate ideas and concepts

During the ideation phase, we developed a multi-year roadmap and defined the conversational flows for Alix. By leveraging Acerta's business logic, we created contextual scenarios triggered by key moments in the user journey. The focus was on proactive communication and providing the right information at the right time to enhance customer experience.

Service design

Workshops

Technology exploration

03 Build

Building the solution

In the build phase, we developed Alix, Acerta's proactive digital assistant, using the Oswald platform. With Oswald's intuitive interface, we created advanced conversations and integrated the Oswald widget into the My Acerta platform. By leveraging natural language processing (NLP) capabilities, we aimed to elevate the customer experience, anticipate and resolve issues, and provide personalized interactions. The lean startup approach guided the development, allowing us to launch an initial MVP and gather user feedback for continuous improvement. The collaboration between our team and Acerta ensured the alignment of the digital assistant with their goals and vision.

Development

Product ownership

Project management

04 Grow

Nurturing and growing

The implementation of Alix marked the initial phase of growth. Through the lean startup method, an MVP was successfully launched for a limited number of users, gathering valuable feedback. Acerta has outlined a future roadmap to scale the virtual assistant, integrating it across various platforms and expanding event triggers. The custom analytics dashboard enables measurement of key metrics and allows for iterative improvements based on customer feedback.

Analytics

Project management

Results

As a technology agnostic company, we always explore multiple ideas, technologies, and even solutions. We map your processes in a detailed manner so the solution is always tailored to your needs and remains future-proof. However, as we're just human beings, we have a tool stack we often use and have become proficient in using.

Technologies

Take a look at the tool stack we use

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